www.it-ebooks.info Troubleshooting Citrix XenApp® Identify and resolve key Citrix XenApp® issues using trusted troubleshooting and monitoring techniques Dragos Madarasan Suraj Patil BIRMINGHAM - MUMBAI www.it-ebooks.info Troubleshooting Citrix XenAppđ Copyright â 2015 Packt Publishing All rights reserved No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews Every effort has been made in the preparation of this book to ensure the accuracy of the information presented However, the information contained in this book is sold without warranty, either express or implied Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals However, Packt Publishing cannot guarantee the accuracy of this information First published: December 2015 Production reference: 1181215 Published by Packt Publishing Ltd Livery Place 35 Livery Street Birmingham B3 2PB, UK ISBN 978-1-78528-378-9 www.packtpub.com www.it-ebooks.info Credits Authors Project Coordinator Dragos Madarasan Sanchita Mandal Suraj Patil Proofreader Safis Editing Reviewers Mayur Arvind Makwana Matthew M Spencer Commissioning Editor Kartikey Pandey Tejal Daruwale Soni Graphics Kirk D'Penha Acquisition Editors Production Coordinator Shaon Basu Melwyn Dsa Prachi Bisht Content Development Editor Shali Deeraj Indexer Cover Work Melwyn Dsa Technical Editor Vivek Arora Copy Editor Merilyn Pereira www.it-ebooks.info About the Authors Dragos Madarasan works as a cloud support engineer for one of the largest IT companies in the world After previous stints as a freelance IT consultant and working for a managed services provider, he now enjoys tackling complex scenarios and using his knowledge to help clients who have taken their business to the cloud Dragos publishes interesting cases on his personal blog and whenever time permits, he enjoys taking part in community-led events as a technical writer and speaker When not in front of a laptop, Dragos enjoys running and reading books on his Kindle Dragos has previously worked as a technical reviewer for Microsoft SCCM High Availability and Performance Tuning and XenApp 6.5 Cookbook, Packt Publishing www.it-ebooks.info Acknowledgments I would like to thank my family for their long-time support and trust in me I would never have been able to grow and learn as much as I did without your gracious support all these years I'd like to thank my closest friends, Ovidiu P, Calin D., and Radu E., who have been true friends, are always helpful, and never ask for anything in return I'd like to thank my former colleagues who supported and inspired me throughout my career—Tim Miltenberger, Calin Irimies, Sabin Georgescu, Mihai Breana, and everyone else I have worked with over the years A big thanks to the team responsible for publishing this book—my coauthor, Suraj Patil, who I have very much enjoyed working with I would also like to thank our technical reviewers, Sebastiaan van Kaam and Matthew Spencer, who have kindly reviewed the book and made great suggestions I'd also like to thank Shaon Basu, our acquisition manager, who had the idea of putting this book together, and the team behind the book, Prachi Bisht, Shali Deeraj, and Ajinkya Paranjape, who have provided continuous feedback and helped edit this book Last but not least, I would like to thank the entire medical staff at the Nova Vita clinic who helped me recover after my accident www.it-ebooks.info Suraj Patil is an accomplished virtualization consultant with years of experience in the information technology industry He is a specialist in designing, building, maintaining, and optimizing Citrix, Microsoft, and VMware oriented infrastructures for large enterprises and mid-sized organizations He holds a bachelor's degree in Information Technology and has many certifications from vendors such as Microsoft, VMware, Citrix, Red Hat, and Cisco Suraj is a Citrix Certified Professional—Mobility (CCP-M), VMware Certified Professional—Data Center Virtualization (VCP5-DCV), VMware Certified Professional—Network Virtualization (VCP6-NV), Microsoft Certified Solutions Expert (MCSE)—Private Cloud, and Cisco Certified Network Associate (CCNA) Suraj currently lives in Mumbai and works for a Fortune 500 company as a Citrix consultant You can visit his blog at www.v12nsupport.com I would like to thank God for giving me the opportunity to write this book and share my knowledge with others I want to thank my family for the strength and the support they have always given me I want to thank Mr Iqbal who gave me the opportunity to start working on the Citrix platform Special thanks to RK who pushed me to write and complete this book and always encouraged me to keep growing Finally, I would like to thank Deepti Thore, Shali Deeraj, Ajinkya Paranjape, Harshal Ved, and the entire staff at Packt Publishing for the support and patience during the writing of my first book Thank you all!!! www.it-ebooks.info About the Reviewers Mayur Arvind Makwana is a software IT specialist who holds a degree in computer engineering from India, and has more than years of experience in the field of information technology, covering the Microsoft, Citrix, and VMware technologies He is currently working on infrastructure operations for a Citrix (XenApp®/XenDesktop®) and Windows (WSUS/SCCM) project at one of the leading Fortune 500 companies He is a huge believer in certification His current certifications include the following: Citrix Certified Administrator for Citrix XenAppđ 6.5 (CCA) • Microsoft Certified Professional (MCP) • Microsoft Specialist (Microsoft Server Virtualization with Windows Server Hyper-V and System Center) • VMware Certified Associate – Data Center Virtualization (VCA-DCV) • ITIL (Information Technology Infrastructure Library) V3 foundation • ChangeBase AOK (Application Compatibility Testing and Remediation) • Oracle Certified Associate (OCA) Mayur writes technical blogs and helps troubleshooting issues for infrastructure operations at the Citrix Community as a volunteer He has attended several courses and conducted training on topics such as the following: • Licensing Windows Server • Advanced Tools and Scripting with PowerShell 3.0 Jump Start • Deploying Windows • Licensing Windows • Migrating from Windows XP to Windows • Networking Fundamentals • Introduction to Hyper-V Jump Start www.it-ebooks.info He has also worked on the following books: • Microsoft Application Virtualization Cookbook, James Preston • Windows PowerShell for NET Developers, Chendrayan Venkatesan and Sherif Talaat • Getting Started with PowerShell, Michael Shepard Troubleshooting Citrix XenDesktopđ, Gurpinder Singh I would like to thank my mom, Beena Makwana, who has always encouraged me to utilize my potential and help people by sharing my expertise and knowledge Thanks to the Packt Publishing team for giving me this opportunity Matthew M Spencer is currently an architect, analyst, writer, and consultant His career spans over 15 years across universities, state governments, software leaders, healthcare institutions, small businesses, and the Fortune 500 His work specializes in creating solutions to complex problems Matthew's projects have received many awards and accolades Some of his proudest career achievements include an implementation of a multilingual collaboration and content management solution to 18,000 global users as well as creating a SaaS (Software as a Service) solution for a state government to sell technical services to other state governments for the purpose of interfacing with the FBI Matthew has advanced to the second round of Verizon's Powerful Answers Award competition and was recently nominated to speak at TEDx Matthew has also worked on the recently published Microsoft Application Virtualization Cookbook Matthew tweets often about technology at @chivalry and can be found at http://mattspencer.net/ He enjoys travelling the world, running endurance races, brewing his own beer, and contributing to The Good Judgment Project He lives with his family in West Virginia I would like to thank my loving wife, Lisa Go, and my darling daughter, Isabella, for giving me their patience and time as I pursue my career goals and dreams I would also like to thank my mentors, Bob and Connie Pirner, and Seth Roach, for all the countless advice along the way www.it-ebooks.info www.PacktPub.com Support files, eBooks, discount offers, and more For support files and downloads related to your book, please visit www.PacktPub.com Did you know that Packt offers eBook versions of 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Find out when new books are published by following @PacktEnterprise on Twitter or the Packt Enterprise Facebook page www.it-ebooks.info Monitoring and Optimizing Citrix administrators can use Web Insight to answer any of the following questions: • What operating system and browser is a particular client using? • While accessing a particular application such as ShareFile, which clients are experiencing high latency? • In the past hour, which applications have had the most hits? • Which applications or servers are sending the most error-related responses? • For any given client, what are the applications and URLs that have been accessed? NetScaler HDX Insight™ NetScaler HDX Insight delivers Citrix administrators an easy way to monitor users and the performance of the applications hosted on NetScaler Gateway, NetScaler ADCs, and CloudBridge appliances NetScaler HDX Insight captures the ICA traffic data that flows between the clients and the servers, generates AppFlow records by inspection of the data, and presents the records as visual reports HDX is built on top of the Citrix ICA protocol ICA is a Citrix proprietary protocol used in XenApp/XenDesktop traffic It is composed of virtual channels A virtual channel is a connection used for the interchange of comprehensive packet data between a Citrix XenApp or XenDesktop and the Citrix Receiver online plug-in Connections for graphics, sound, printing, end user experience monitoring, and client drive mapping are a few examples of the virtual channels [ 84 ] www.it-ebooks.info Chapter With NetScaler HDX Insight, Citrix administrators can troubleshoot issues while accessing a particular published application through XenApp or XenDesktop For example, the administrators of Citrix XenApp and Citrix XenDesktop environments can use HDX Insight to answer the following questions: • Which XenApp or XenDesktop users are consuming the most bandwidth over a given time period? • Which part of the network, the first Demilitarized zone (DMZ) or the second DMZ, is causing a bad user experience? • For a given XenDesktop user, what is the average client and server-side latency, and the average jitter? • What are the top applications across all XenApp users, by the up-time and the total number of launches over a given time period? • Which virtual channels are consuming the most bandwidth over a given time period? • What is the DC latency at the datacenter end of the CloudBridge appliance? NetScaler Insight Center also collects information from the CloudBridge datacenter and branch appliances NetScaler Insight Center can also be integrated with Desktop Director In this case, to enable HDX Insight data collection, you must configure the NetScaler Insight Center virtual appliance in Desktop Director NetScaler WAN Insight A Citrix CloudBridge delivers a large number of applications by greatly improving the efficiency of data flow across the network Improving productivity requires monitoring your network For example, the poor performance of any critical applications can increase the delay in application delivery, and a particular branch office using maximum bandwidth can cause delays at other branch offices The Citrix WAN Insight feature of NetScaler Insight Center gives CloudBridge administrators an easy way to monitor the accelerated and unaccelerated WAN traffic that flows through datacenter and branch appliances, and it provides end-to-end visibility, such as application-specific data, client-specific data, and branch- specific data With the ability to identify and monitor all the applications, clients, and branches on the network, you can efficiently deal with the issues that reduce the performance [ 85 ] www.it-ebooks.info Monitoring and Optimizing This feature also provides powerful capabilities for failure analysis of your applications, network, and branches Live and historical reports enable you to be aware of performance issues before users raise complaints As a CloudBridge administrator, you can use WAN Insight to answer questions such as: • Which client in a branch office is consuming the most bandwidth? • What is the latency at the CloudBridge datacenter appliance? • What compression ratio is achieved at a particular branch? Optimizing Citrix XenApp® Citrix XenApp and XenDesktop are both solutions that deliver apps and desktops as an on-demand service Basically, Citrix XenApp and XenDesktop depend on the Citrix ICA protocol, which imparts collaborative screen information and the data of other applications between desktops running in a centralized datacenter and the remote user's end devices ICA is a highly effective protocol that delivers the best performance for single user access over a high latency and low bandwidth network In our previous topics, we have already seen how Citrix CloudBridge or WanScaler optimize the end-to-end ICA connection CloudBridge plays a tremendous part in XenDesktop deployments, where the demands of increasing users are high at the same bandwidth consumption CloudBridge entirely supports all levels of ICA encryption to keep an end-to-end security at the required standard while optimizing traffic delivered to other branches We can dive deep into Citrix CloudBridge with the following link: https://www.citrix.com/products/cloudbridge/overview.html There are many optimization guides already available on Citrix XenApp, that we should definitely go through before planning our new XenApp deployment: • Windows 2008 R2 Optimization Guide For Desktop Virtualization with XenApp 6/ 6.5 (http://support.citrix.com/servlet/KbServlet/ download/29413-102-664317/) • How to Optimize XenDesktop Machines (http://support.citrix.com/ article/CTX125874) [ 86 ] www.it-ebooks.info Chapter Summary In this chapter, we saw how to monitor Citrix XenApp using Citrix Director and EdgeSight, and how to optimize the Citrix XenApp infrastructure using various toolkits, such as Citrix NetScaler Insight Center, Citrix NetScaler HDX Insight, Citrix NetScaler WAN Insight, and Citrix NetScaler Web Insight At the end of this topic, we saw some optimization tips and guides that we can try in our XenApp environment to optimize our infrastructure and improve the productivity in end user computing [ 87 ] www.it-ebooks.info www.it-ebooks.info Index A Active Directory Service Interface (ADSI) 63 administrator roles, Citrix® Director Delivery Group Administrator 74 Full Administrator 74 Helpdesk Administrator 74 Host Administrator 74 Machine Catalog Administrator 74 Read-Only Administrator 74 B BOOTMGR is missing scenario about 50 conclusion 51 troubleshooting 51 C cannot complete your request scenario about 53 solutions 53 cannot contact Store scenario about 55 solution 56 troubleshooting 55 cannot start desktop or app scenario about 58 solution 59 troubleshooting 59 Certified Trust List (CTL) 54 Citrix CloudBridgeTM reference link 86 Citrix-compatible products reference link 14 Citrix® Diagnostics Toolkit reference link 30 Citrix® Director administrator roles 74 configuration logging 77 configuring 73 deploying 73 deployments, monitoring on 78 Hotfixes, monitoring on 80 monitoring with 75 reference link, for prerequisites 73 Session Recording 76, 77 sessions, monitoring on 79 using 72 Citrix EdgeSight® for application support use case about 70 fundamental scenarios 70 Citrix EdgeSight® for capacity planning and device health use case about 71 key scenarios 71 Citrix EdgeSight® for issue resolution use case about 71 key scenarios 71 Citrix® installation issues about 32 StoreFrontTM installation fails 33 XenApp® installation fails 32 [ 89 ] www.it-ebooks.info Citrix® Print Driver/Policy failures about 44 conclusion 45 resolution 45 scenario 44 troubleshooting 45 Citrix® Print Manager Service crashes about 45 conclusion 47 resolution 47 scenario 45, 46 troubleshooting 46 Citrix® Product Documentation reference link 30 Citrix® Products reference link 30 Citrix® Scout about 29 reference link 29 Citrix® Support reference link 30 Citrix® tools, used for quick fixes Citrix Scout 29 HDX Monitor 29 MedEvac 2.5 29 Print Detective 29 XDPing Tool 29 Citrix XenApp® optimizing 86 Citrix XenApp® 6.0 issue about 59 solution 60 troubleshooting 59 communication channels 20 component interaction about 15, 17 external access component interaction 19 internal access component interaction 18 components identifying components, NetScaler Insight CenterTM about 83 NetScaler HDX InsightTM 84, 85 NetScaler WAN Insight 85 NetScaler Web Insight 83 configuration logging on Citrix® Director 77 connection leasing about 10 reference link 10 control user machine power states about 81 Force Restart command 81 Force Shutdown command 81 Restart command 81 Resume command 81 Shut Down command 81 Start command 81 Suspend command 81 Credential Wallet Service (CWS) 54 CTP Awardees reference link 31 D database component 10 Data Source Name (DSN) 66 Daylight saving time (DST) 52 delivery controller about 11 services, for functioning 11 Delivery Group Administrator 74 deployments monitoring, on Citrix Director 78 DNS issue about 59 solution 60 troubleshooting 59 Domain Controller issues scenarios 61-63 E EdgeSight® key components 68 key functional areas 70 reference link, for system requisites 68 roles 68 use cases 70 using 67, 68 [ 90 ] www.it-ebooks.info EdgeSight® Active Application Monitoring (AAM) Components 68 EdgeSight® Agent Database Server 68 EdgeSight® for Endpoints Agent 68 EdgeSight® for Virtual Desktops Agent 68 EdgeSight® for XenApp Agent 68 EdgeSight® Server 68 effect of Daylight saving time scenario about 52 resolution 52, 53 examples, of XenApp® Issues about 31 Citrix® installation issues 32 printing issues 44 profile issues 39 XenApp component issues 35 external access component interaction 19 F FlexCast Management Architecture (FMA) 9, 11, 15 folder redirection about 40 conclusion 42 reference link 42 resolution 42 scenario 41 troubleshooting 41 Full Administrator 74 Group Policy and Registry problems about 42 conclusion 44 resolution 44 scenario 43 troubleshooting 43 HDX Monitor about 29 URL 29 I ICA Listener reference link 39 ICA session connectivity problem about 37 conclusion 39 resolution 38 scenario 37 troubleshooting 38 IMA service failure about 35 conclusion 37 resolution 36 scenario 35 troubleshooting 36 Independent Management Architecture (IMA) infrastructure issues about 61 Domain Controller issues 61-63 SQL database mirroring issue 64 internal access component interaction 18 K G H Helpdesk Administrator 74 Host Administrator 74 Hotfixes monitoring, on Citrix Director 80 key functional areas, EdgeSight Browse 70 Configure 70 Monitor 70 Plan and Manage 70 Track Usage 70 Troubleshoot 70 L LBDiag reference link 30 license server 12 [ 91 ] www.it-ebooks.info M Machine Catalog Administrator 74 Machine Creation Services (MCS) 12 MedEvac URL 29 MedEvac 2.5 29 Microsoft SQL Native Client download link 65 N NetScaler GatewayTM 14 NetScaler HDX InsightTM 84, 85 NetScaler Insight CenterTM components 83 used, for monitoring XenApp 82 NetScaler® issues about 56 cannot start desktop or app scenario 58 Citrix XenApp® 6.0 issue 59 DNS issue 59 NetScaler® VPN access issue 59 unable to proceed from login page scenario 60 user not able to change password scenario 56 NetScaler® VPN access issue about 59 solution 60 troubleshooting 59 NetScaler WAN Insight 85 NetScaler Web Insight 83 O operating system error with PVS scenario about 51 resolution 51 P Print Detective about 29 URL 29 printing issues about 44 Citrix® Print Driver/Policy failures 44 Citrix® Print Manager Service crashes 45 profile issues about 39 folder redirection 40 Group Policy and Registry problems 42 Windows user profile errors 39 Provisioning Services advantages 50 Provisioning Services issues about 49 BOOTMGR is missing scenario 50 effect of Daylight saving time scenario 52 operating system error with PVS scenario 51 Provisioning Services (PVS) 12 R Read-Only Administrator 74 Read Only Domain Controller (RODC) 63 ReceiverTM 14 regression testing resolution testing roles identifying root cause analysis 5, Root Cause Analysis and Corrective Actions (RCCA) S Secure Ticket Authority (STA) 16 services, for functioning delivery controller AD identity service 11 broker service 11 Configuration Logging service 11 configuration service 11 delegated administration service 11 host service 11 machine creation services 11 monitor service 11 [ 92 ] www.it-ebooks.info StoreFrontTM service 11 Session Recording on Citrix® Director 76, 77 sessions monitoring, on Citrix® Director 79 SMB3 Secure Dialect Negotiation reference link 52 SQL database mirroring issue scenario 65 solution 65 troubleshooting 65 SQL Database Mirroring, with Citrix XenApp® references 66 StoreFrontTM about 13 reference link, for implementation guide 56 StoreFrontTM installation failure about 33 conclusion 35 resolution 34 troubleshooting 34 StoreFrontTM issues about 53 cannot complete your request scenario 53 cannot contact Store scenario 55 StoreFrontTM upgrade issue from 2.6 to 3.0 scenario 54 StoreFrontTM servers, Citrix design document reference link 14 StoreFrontTM upgrade issue from 2.6 to 3.0 scenario about 54 cause 54 solution 54 supported databases, Citrix® reference link 10 supported platforms, Citrix® reference link 13 T Transport Layer Security (TLS) 19 troubleshooting about 1-3 preparing for 25 troubleshooting guides, Citrix® reference link 27 troubleshooting processes about 26 additional methods, used for resolving issue 30 appropriate diagnostics steps, using 29, 30 issue, escalating 31, 32 issue, identifying 27, 28 proper information, gathering 26, 27 quick fixes, trying 29 quick search, performing on Internet 30 U unable to proceed from login page scenario solutions 61 troubleshooting 60, 61 user not able to change password scenario about 56 resolution 58 troubleshooting 56, 57 V Virtual Delivery Agent (VDA) 4, 79 W Windows user profile errors about 39 resolution 40 scenario 39 symptoms 39, 40 X XDPing Tool about 29 URL 29 [ 93 ] www.it-ebooks.info XenApp® about used, for monitoring NetScaler Insight CenterTM 82 XenApp® component issues about 35 ICA session connectivity problem 37 IMA service failure 35 XenApp® installation failure about 32 conclusion 33 resolution 33 troubleshooting 33 XenApp® Issues examples 31, 32 XenApp® Printing references 47 XenApp® site, components database component 10 delivery controller 11 Hypervisor 12 license server 12 NetScaler GatewayTM 14 ReceiverTM 14 StoreFrontTM 13 virtual delivery agent (VDA) 12 XenApp® Studio 12 XenApp® Studio 12 XenApp®/XenDesktop® internal access scenario 17, 18 XenApp®/XenDesktop® remote access scenario 18 XenServer® 6.5.0 Management API Guide reference link 13 [ 94 ] www.it-ebooks.info Thank you for buying Troubleshooting Citrix XenApp® About Packt Publishing Packt, pronounced 'packed', published its first book, Mastering phpMyAdmin for Effective MySQL Management, in April 2004, and subsequently continued to specialize in publishing highly focused books on specific technologies and solutions Our books and publications share the experiences of your fellow IT professionals in adapting and customizing today's systems, applications, and 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titles will offer information relevant to a range of users of this software, including administrators, developers, architects, and end users Writing for Packt We welcome all inquiries from people who are interested in authoring Book proposals should be sent to author@packtpub.com If your book idea is still at an early stage and you would like to discuss it first before writing a formal book proposal, then please contact us; one of our commissioning editors will get in touch with you We're not just looking for published authors; if you have strong technical skills but no writing experience, our experienced editors can help you develop a writing career, or simply get some additional reward for your expertise www.it-ebooks.info Citrix® XenDesktop® Cookbook ISBN: 978-1-78217-746-3 Paperback: 410 pages Over 35 recipes to help you implement a fully featured XenDesktop® architecture with a rich and powerful VDI experience Implement the XenDesktop architecture and its satellite components Learn how to publish desktops and applications to the end-user devices, optimizing their performance and increasing the general security Designed in a manner which will allow you to progress gradually from one chapter to another or to implement a single component only referring to the specific topic Getting Started with Citrix XenApp 6.5 ISBN: 978-1-84968-666-2 Paperback: 478 pages Design and implement Citrix farms based on XenApp 6.5 Use Citrix management tools to publish applications and resources on client devices with this book and eBook Deploy and optimize XenApp 6.5 on Citrix XenServer, VMware ESX, and Microsoft Hyper-V virtual machines and physical servers Understand new features included in XenApp 6.5 including a brand new chapter on advanced XenApp deployment covering topics such as unattended install of XenApp 6.5, using dynamic data center provisioning, and more Please check www.PacktPub.com for information on our titles www.it-ebooks.info Mastering Citrix® XenServer® ISBN: 978-1-78328-739-0 Paperback: 300 pages Design and implement highly optimized virtualization solutions using Citrix® XenServer® 6.2 Master mission-critical aspects of virtualization to develop, deploy, and administer virtual infrastructures Integrate Citrix XenServer with OpenStack and CloudStack to create a private cloud Implement automation with command-line Windows PowerShell scripting Citrix XenServer 6.0 Administration Essential Guide ISBN: 978-1-84968-616-7 Paperback: 364 pages Deploy and manage XenServer in your enterprise to create, integrate, manage and automate a virtual datacenter quickly and easily This book and eBook will take you through deploying XenServer in your enterprise, and teach you how to create and maintain your datacenter Manage XenServer and virtual machines using Citrix management tools and the command line Organize secure access to your infrastructure using role-based access control Please check www.PacktPub.com for information on our titles www.it-ebooks.info www.it-ebooks.info .. .Troubleshooting Citrix XenApp Identify and resolve key Citrix XenApp issues using trusted troubleshooting and monitoring techniques Dragos Madarasan Suraj Patil BIRMINGHAM - MUMBAI www .it- ebooks.info... EdgeSight Citrix EdgeSight® components Key functional areas of Citrix EdgeSight® Use cases for Citrix EdgeSight® ® Use case – Citrix EdgeSight® for application support Use case – Citrix EdgeSight®... – Citrix EdgeSight® for capacity planning and device health Using Citrix Director Deploying and configuring Citrix Director Administrator roles and their permissions in Citrix Director Monitoring